IT Support Manager

A Service Delivery Manager is expected to:

- Manage day to day Operations and Maintenance (O&M) Application support activities, including monitoring of Application related Production Tickets raised

- Be responsible for tracking O&M Application team’s output against Service Level Agreement (SLA) and oversee team’s adherence to SOPs

- Consistently review and analyse standard and quality of Application team’s deliverables and implements changes as necessary

- Plan and prioritize Application Incident, Problem and SR tickets to minimize delays and risks and to maintain a healthy backlog

- Point of escalation for Application related Production Tickets

- Quality control through review and approve deployment to UAT and Production environments.

- Coordinate within Accenture and with other 3rd Party vendors to deliver the O&M Monthly Progress report promptly

- Support Service Delivery Manager to prepare and share weekly Service Management report (Incident, Problem, Service Request management) to Service Delivery Management Office Committee members.

- Conduct Fortnightly/Weekly (frequency to be aligned with Service Delivery Manager) O&M meeting with client working team to provide status of Application related O&M Tickets and to discuss issues (if any)

- Review IBM PA application fixes by O&M Application Team

Requirements:

-Strong expertise in IBM Planning Analytics (TM1) development and administration.

- Deep understanding of TM1 architecture, components, and development tools (TI, TurboIntegrator).

- Proficiency in dimensional modeling, cube design, and rule development.

- Experience with performance tuning and optimization of TM1 models.

- Excellent communication and interpersonal skills.

- Ability to work independently and as part of a team.